Unified Communications Omnichannel Services
Connect with your customers and enable better engagement
While the phone remains popular, customers also want to connect using web chat, web callback, email and X, formerly Twitter. Adding Omnichannel to Unified Communications with Webex or Hosted Call Center allows customers to connect with you using the channel they prefer, while also providing agents with tools to better manage the experience.
Featured resources
-
Product brief
Unified Communications Omnichannel -
Product brief
Unified Communications CRM Integration -
Product Brief
Hosted Call Center
Improve customer service with a seamless, personalized experience
INTEGRATED
Maximize agent resources
You can easily manage the distribution of incoming communications with intelligent, flexible routing parameters and distribution policies that ensure the best use of your resources and connect customers to the right agent.
Â
INTUITIVE
Gain insights into agent performance
You’ll have real-time access to the status of voice calls, web chats, web callbacks, emails and posts that have been answered, queued or missed in order to gain insight and improve performance.
EFFICIENT
Improve customer response rates
Empower your agents to connect to customers with the right tools across all channels. This allows for faster and more consistent customer response times.
Connect with customers through these channels
When customers request a web chat, agents have access to prepopulated responses. Plus, they can save and review chat transcripts.
Give customers the option to request a callback from the most appropriate agent instead of requiring them to wait on hold.
Easily respond to posts while keeping within character limits. Agents can send public or private posts and are able to utilize preapproved responses and links for quick and consistent replies.
Manage emails through the same intuitive interface used for web chats, web callbacks, voice calls and posts. A directory of email responses, links to resources and email signatures helps agents respond quickly and consistently.
